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Trophées 2015 de la qualité de la relation aux usagers: 7 trophies and 13 prizes awarded by the AFNOR group

The AFNOR group's 2015 trophies for the quality of reception and customer relations have been awarded to the towns of Besançon, Dunkerque, Sceaux, Bolbec and Staffelfelden, as well as to Greater Besançon and the Vaucluse département. 13 other communities were also honored.

Published on 14/12/2015, updated 11/09/2024 à 10:03 Reading time : 3 minutes

For the 4th year running, the AFNOR group has invited local authorities with more than 2,000 inhabitants and inter-municipalities to take part in a national barometer. This enabled us to measure users’ actual perception of the quality of their public service reception. 201 local authorities were evaluated by 543 mystery citizens* according to very strict criteria, mainly based on the Qualiville, Marianne and Accueil service public local certification standards.

 

TROPHEES AFNOR 2015 – QUALITY Trophées AFNOR 2015 – ” ACCUEIL & RELATIONS USAGERS ” :

  • Cities of over 100,000 inhabitants Besançon (Doubs), Nice (Alpes-Maritimes) and Paris (Ile-de-France). It should be noted that these cities have already won awards in the past (in 2014 and Paris in 2013).
  • Cities with 50,000 to 100,000 inhabitants. Dunkerque (Nord, already an award-winner in 2013), Versailles (Yvelines).
  • Cities with populations of 20,000 to 50,000 These include Sceaux (Hauts-de-Seine), Périgueux (Dordogne, already an award-winner in 2014) and Le Bouscat (Gironde).
  • Towns with 10,000 to 20,000 inhabitants. Bolbec (Seine-Maritime), Pamiers (Ariège, already an award-winner in 2014) and Anzin (Nord).
  • Towns with 2000 to 10000 inhabitants Staffelfelden (Haut-Rhin), Saint-Genis-les-Ollières (Rhône), Beaufort-en-Vallée (Maine et Loire).
  • Communities: Communauté d’agglomération du Grand Besançon (Franche-Comté), Amiens Métropole (Nord).
  • Department: Conseil Départemental du Vaucluse.

 

SPECIAL REMARKS :

  • Deployment of the approach: Agde (Hérault).
  • Employee service spirit: Xertigny (Vosges).
  • Digital: Villeurbanne (Rhône).

The trophies and prizes were awarded on December 14, 2015 at the 4th National “Reception & User Relations” Meetings organized in partnership with Idéal Connaissances. It was chaired by Olivier Peyrat, CEO of the AFNOR Group, in the presence of Xavier Quérat-Hément, Quality Director of the La Poste Group, and Jean-Paul Brandela, Deputy Director of Citizen and Territorial Democracy for the City of Paris.

The AFNOR barometer is one of a number of relevant tools for improving the quality of local public services:

  • 41% of participants have already taken part in previous editions.
  • Representing between 2% and 36% of French cities, depending on the category.
  • Cities of over 100,000 inhabitants are always particularly well represented, with almost 40% of cities in this category taking part.

 

* A ranking based on “mystery citizens

The AFNOR group’s trophies and prizes are awarded to local authorities whose quality of welcome has been tested by mystery citizens. Administrative procedures, requests for information on school services, enrolments, complaints… They unexpectedly and anonymously put the services of participating communes and intercommunalités to the test on the basis of 150 criteria, in a variety of ways: visiting the website, sending an e-mail, sending a letter, making a phone call and, of course, making a physical visit.

This system enables us to reproduce the most common requests made by citizens, in order to objectively measure the processing of their requests and the quality of the service provided. Each mystery shopper is a professional interviewer, native or resident of the commune, trained in advance to follow the survey instructions drawn up by Présence, the French leader in mystery shopping and partner of the AFNOR group for this study.

> Find out more about AFNOR’s services for the public sector…